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Mouse Usage and Troubleshooting Guide

Summary: Learn how to resolve your mouse not working issue, such as How do I get my mouse pointer back? Why is my mouse on but not moving? Troubleshooting a slow-moving or a nonresponding pointer. ...

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Instructions

Suggested Quick Fixes:

  1. Reseat the USB cable or wireless USB receiver.
  2. When you have a wireless USB or Bluetooth mouse, install new batteries.
  3. Insert the USB cable or wireless USB receiver into another USB port to test.
  4. Save any data, close any open programs, and restart the computer.

When your Wired USB, Wireless USB, or Bluetooth mouse is not working as it should, see the expanding section below that best matches the issue that you are having and follow the instructions.

|

How to Connect a Wired, Wireless or Bluetooth Mouse to Your Computer

 

  1. Locate the wireless USB receiver that came with your mouse.
    NOTE:

    When buying a keyboard or mouse with a computer:

    • Look in every compartment of the box that the devices came in. The wireless USB receiver is small and can be easily overlooked. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 1 to see the size and shape of the receiver.

    When buying a keyboard or mouse separately from a computer:

    • The wireless USB receiver is under the keyboard when buying a keyboard or keyboard mouse combination, and under the mouse when bought separately. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 2 for the typical location, size, and shape of the receiver.
    Wireless USB Receiver
    Figure 1: Wireless Receiver    		   Wireless USB Receiver
    Figure 2: Wireless Receiver Location in Packaging

     

    When you cannot locate your wireless receiver after you have unpacked the devices, some mouses and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.

  2. Insert the wireless USB receiver, as shown in Figure 3.

    Wireless USB Receiver Placement
    Figure 3: Wireless USB Receiver Insertion
    Notes:
    1. The receiver only goes in one way. When the connector does not seem to fit, adjust the angle, or flip it over.
    2. When using the receiver that came with the mouse, no configuration is needed.

 

NOTE: The connector only goes in one way. When the connector does not seem to fit, adjust the angle, or flip it over.
  1. Check the connector at the end of the USB mouse cable to determine the type of connector your keyboard or mouse has. For more information, see the figure below:
    PS/2 USB
    Connector USB Connector
  2. Find the port and USB symbols on your laptop:
    • Laptop：
      Notebook_USB
    • Desktop：
      PS 2 ports
      Figure: PS/2 and USB port location
      Numbered reference figure:
      Caption1 PS/2 port
      Caption2 USB port

 

To Pair or Re-pair the Bluetooth mouse to the computer, see the Dell Knowledge Base article Bluetooth Troubleshooting and Usage Guide.

Resolving Cursor and Scroll Wheel Issues

 

NOTE: The following steps apply to all brands of wired USB mouses.
  1. Reseat the wired USB mouse cable into the USB port.
  2. Ensure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, see the How to Clean Your Mouse section.
  3. Ensure the surface that you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
  4. Try the wired USB mouse in another USB port on the computer. A notice that drivers are being installed may appear; if so, wait until a message that the drivers were installed before you use the mouse.
  5. Try another wired USB mouse, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
  6. Try your wired or wireless mouse on another computer, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
  7. Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  8. Using the SupportAssist application provides automatic computer updates and detects issues that are resolved for you. Let us take the effort out of maintaining your Dell Computer or Tablet. For more information about SupportAssist, browse to the SupportAssist for PCs and tablets
  9. When the mouse still does not work after following the preceding steps, see the Dell Knowledge Base article Resolve Hardware Issues With Integrated and Online Diagnostics (SupportAssist ePSA, ePSA, or PSA Error Codes).
    NOTE:
    • The test determines if a wired USB mouse is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the wired USB mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

 

  1. Ensure to use the wireless USB receiver that came with your wireless mouse. Using another receiver may mean it uses another technology, and is not compatible with the mouse. For more information about the latest technology offered by Dell, see Dell Knowledge Base article How to use the Dell Universal Pairing. For products that are labeled Logitech Logitech, browse to the Logitech Downloads Site for drivers and software. This hyperlink is taking you to a website outside of Dell Technologies.
    NOTE:

    When buying a keyboard or mouse with a computer:

    • Look in every compartment of the box that the devices came in. The wireless USB receiver is small and can be easily overlooked. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 1 to see the size and shape of the receiver.

    When buying a keyboard or mouse separately from a computer:

    • The wireless USB receiver is under the keyboard when buying a keyboard or keyboard mouse combination, and under the mouse when bought separately. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 2 for the typical location, size, and shape of the receiver.
    Wireless USB Receiver
    Figure 1: Wireless Receiver    		   Wireless USB Receiver
    Figure 2: Wireless Receiver Location in Packaging

     

    When you cannot locate your wireless receiver after you have unpacked the devices, some mouses and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.

  2. Ensure that the mouse is within 10 feet (3 meters) of the computer.
  3. Reseat the wireless USB receiver into the USB port.
  4. Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
  5. Ensure that the mouse is turned on; see Figure 3 for an example of what the power button may look like. For more information about where the power switch is, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
    Wireless USB Mouse On Switch Or Wireless USB Mouse Power Button
    Figure 3: Power Button Examples
  6. Your receiver and mouse may have a connect button: If so, press the connect button on the receiver and on the bottom of the mouse. See Figure 4 for an example.
    RF_Mouse
    Figure 4: Wireless Mouse Connect Button Location
  7. Ensure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, see the How to Clean Your Mouse section.
  8. Ensure the surface that you are using has enough of a pattern in it so that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
  9. Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
  10. Try another wireless USB mouse and receiver, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
  11. Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  12. When the mouse still does not work after following the preceding steps, see Dell Knowledge Base article Resolve Hardware Issues With Integrated and Online Diagnostics (SupportAssist ePSA, ePSA, or PSA Error Codes).
    NOTE:
    • The test determines if the wireless USB mouse receiver is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the USB wireless mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

 

  1. Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the Bluetooth mouse or browse to the Keyboard and Mouse Manual page for the manual.
  2. Ensure the optical opening on the bottom of the mouse and around the scroll wheel is clean. For more information, see the How to Clean Your Mouse section.
  3. Ensure that the mouse is within 10 feet (3 meters) of the computer.
  4. Ensure the surface that you are using has enough of a pattern in it, so the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
  5. Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  6. Install the latest Bluetooth drivers for your computer. For more information, see the Dell Knowledge Base article How to Download and Install Dell Drivers.
    NOTE:
    • The driver is located in the Network category.
    • For additional drivers and software on products that are labeled Logitech Logitech, browse to the Logitech Downloads Site. This hyperlink is taking you to a website outside of Dell Technologies.
  7. To Pair or Re-pair the Bluetooth mouse to the computer, see the Dell Knowledge Base article Bluetooth Troubleshooting and Usage Guide.

Resolving Mouse Button Issues

 

NOTE: The following steps apply to all brands of wired USB mouses.
  1. Ensure that there is nothing preventing the mouse buttons from moving. Most mouse buttons make a clicking noise when pressed down all the way.
  2. Reseat the wired USB mouse cable into the USB port.
  3. Try the wired USB mouse in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
  4. Try another wired USB mouse, when available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
  5. Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  6. When the mouse still does not work after following the preceding steps, see Dell Knowledge Base article Resolve Hardware Issues With Integrated and Online Diagnostics (SupportAssist ePSA, ePSA, or PSA Error Codes).
    NOTE:
    • The test determines if a wired USB mouse is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the wired USB mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.

 

  1. Ensure that nothing is preventing the mouse buttons from moving. Most mouse buttons make a clicking noise when pressed down all the way.
  2. Ensure to use the wireless USB receiver that came with your wireless mouse. Using another receiver may mean it uses another technology, and it may not compatible with the mouse. For more information about the latest technology offered by Dell, see Dell Knowledge Base article How to use the Dell Universal Pairing.
    NOTE:

    When buying a keyboard or mouse with a computer:

    • Look in every compartment of the box that the devices came in. The wireless USB receiver is small and can be overlooked. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 1 to see the size and shape of the receiver.

    When buying a keyboard or mouse separately from a computer:

    • The wireless USB receiver is under the keyboard when buying a keyboard or keyboard, mouse combination, and under the mouse when bought separately. The receiver has an informational tag that is attached to help you locate the receiver. See Figure 2 for the typical location, size, and shape of the receiver.
    Wireless USB Receiver
    Figure 1: Wireless Receiver    		   Wireless USB Receiver
    Figure 2: Wireless Receiver Location in Packaging

     

    When you cannot locate your wireless receiver after you have unpacked the devices, some mouses and keyboards have a place to store the wireless receiver. Look under the mouse buttons where the batteries are or in the battery compartment on a keyboard, but they are not shipped in those locations.

  3. Ensure that the mouse is within 10 feet (3 meters) of the computer.
  4. Reseat the wireless USB receiver into the USB port.
  5. Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
  6. Ensure that the mouse is turned on. See Figure 3 for an example of what the power button may look like. For more information about where the power switch is, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
    Wireless USB Mouse On Switch Or Wireless USB Mouse Power Button
    Figure 3: Power Button Examples
  7. Your receiver and mouse may have a connect button; if so, press the connect button on the receiver and on the bottom of the mouse. See Figure 4 for an example.
    RF_Mouse
    Figure 4: Wireless Mouse Connect Button Location
  8. Try the wireless USB receiver in another USB port on the computer. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
  9. Try another wireless USB mouse and receiver if available. A notice that drivers are being installed may appear, if so, wait until a message that the drivers were installed before you use the mouse.
    NOTE: When using a wireless USB mouse with a connect button, ensure to press the connect button on the receiver and on the bottom of the mouse again.
  10. Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  11. When the mouse still does not work after following the preceding steps, see Dell Knowledge Base article Resolve Hardware Issues With Integrated and Online Diagnostics (SupportAssist ePSA, ePSA, or PSA Error Codes).
    NOTE:
    • The test determines if the wireless USB mouse receiver is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the USB wireless mouse from working. You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the Enhanced Preboot System Assessment page to submit the issue.
  1. Ensure that there is nothing preventing the mouse buttons from moving, most mouse buttons make a clicking noise when pressed down all the way.
  2. Reinsert the batteries or install fresh batteries. For more information about how to install the batteries, see the document that came with the Bluetooth mouse or browse to the Keyboard and Mouse Manual page for the manual.
  3. Ensure that the mouse is within 10 feet (3 meters) of the computer.
  4. Ensure that the mouse is turned on. See Figure 1 for an example of what the power button may look like. For more information about where the power switch is, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
    Wireless USB Mouse On Switch Or Wireless USB Mouse Power Button
    Figure 1: Power Button Examples
  5. Save any data, close any open programs, and restart the computer. When you do not have another mouse or touch screen, you may have to hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  6. Install the latest Bluetooth drivers for your computer. For more information, see the Dell Knowledge Base article How to Download and Install Dell Drivers.
    NOTE: The driver is located in the Network category.
  7. Re-pair the mouse with the computer. For this information and more on Bluetooth mice and keyboards, see the Dell Knowledge Base article Bluetooth Troubleshooting and Usage Guide.

Troubleshooting a Slow Moving or a non-Responding Cursor

  1. Ensure the optical opening on the bottom of the mouse is clean. For more information, see the How to Clean Your Mouse section.
  2. Ensure the surface that you are using has enough of a pattern in it that the mouse can tell when it has been moved (a mouse pad is best, since the mouse judges movement by reflections, a uniform surface is harder for the mouse to tell when it has been moved).
  3. Change the mouse settings to adjust the pointer speed.

    Click the tab that matches the Operating System that is installed on your computer and perform the steps within that section to change the settings.

     

    1. In the Search box, type main.cpl.
    2. Touch or click main.cpl in the list of programs.
    3. Touch or click the Pointer Options tab.
    4. Move the slider under Select a Pointer Speed to adjust the cursor speed to the wanted level.
    5. Touch or click OK.

     

    1. Press and hold the Windows (Windows Button) key, and then press the q key.
    2. In the Search box type, main.cpl.
    3. Click or touch main.cpl in the list of programs.
    4. Touch or click the Pointer Options tab.
    5. Move the slider under Select a Pointer Speed to adjust the cursor speed to the wanted level.
    6. Touch or click OK.

     

    1. Press the Windows (Windows Button) key.
    2. In the search box, type Mouse.
    3. Touch or click Mouse in the list of programs.
    4. Touch or click the Pointer Options tab.
    5. Move the slider under Select a Pointer Speed to adjust the cursor speed to the wanted level.
    6. Touch or click OK.
  4. Turn off the computer.
  5. Unplug any devices, including the following:
    • Speakers.
    • Printers.
    • Scanners.
    • Other USB devices, including an external keyboard.
    • USB flash drive or other external storage devices.
  6. Turn the computer back on and retest the cursor movement.
    • When the cursor does work correctly, attach one device at a time, and test the cursor movement to see which one may have caused the issue.
  7. When the mouse still does not work after following the preceding steps, see Dell Knowledge Base article Resolve Hardware Issues With Integrated and Online Diagnostics (SupportAssist ePSA, ePSA, or PSA Error Codes).
    NOTE:
    • The test determines if the mouse is detected at a hardware level below the Operating System. When it is detected, it means that the operating system or installed software is preventing the mouse from working.
    • When an error is reported during the test, write down the error and the validation code as seen. Then on another Internet device, browse to the SupportAssist Pre-Boot System Performance Check page to submit the issue.
    • As mentioned before, the stop responding issue may be caused by software issues on your computer, for more information, see Dell Knowledge Base article How to Troubleshoot Slow Performance Issues.
    • You can use a restore point to return the operating system to a previous state when the mouse worked (in Windows 10, it is called refreshing the operating system). If that does not work, you must reinstall your operating system. For more information, see Dell Knowledge Base article Factory reset, restore, or reinstall Microsoft Windows on a Dell computer.

How to Clean Your Mouse

 

To clean the lens, perform the following steps:

  1. Turn off the computer and unplug the mouse.
  2. Look at the lens on the bottom of the optical mouse.
    • If you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag and dip it in isopropyl alcohol. It should be damp but not wet and lightly clean the lens.

To clean the scroll wheel, perform the following steps:

  1. Turn off the computer and unplug the mouse.
  2. Look at the scroll wheel.
    • When you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and wipe the circumference of the wheel, cleaning away oily buildup and dirt.

 

To clean the lens, perform the following steps:

  1. Ensure that the mouse is turned off and remove the batteries. For more information about where the power switch is and how to remove the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
  2. Look at the lens on the bottom of the mouse.
    • If you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and lightly clean the lens.

To clean the scroll wheel, perform the following steps:

  1. Ensure that the mouse is turned off and remove the batteries. For more information about where the power switch is and how to remove the batteries, see the document that came with the wireless mouse or browse to the Keyboard and Mouse Manual page for the manual.
  2. Look at the scroll wheel.
    • When you see any debris, try to blow it off with a can of compressed air.
    • If not, take a cotton swab or terry cloth rag, dip it in isopropyl alcohol (it should be damp but not wet), and wipe the circumference of the wheel, cleaning away oily buildup and dirt.

Reversing the Mouse Buttons

There may be times where the functions of the mouse buttons have accidentally been changed, or you want to change them.

NOTE: For information about configuring Alienware Keyboards and Mice, see Dell Knowledge Base Alienware Command Center Quick Guide.

Click the tab that matches the Operating System that is installed on your computer and perform the steps within that section to change the settings.

 

  1. In the search box type Mouse.
  2. Touch or click Mouse & touchpad settings (System settings).
  3. Under Select your primary button, use the drop-down menu to select whether you want the Left or the Right button to be the primary button (the one that selects items).

 

  1. Press and hold the Windows (Windows Button) key, and then press the q key.
  2. In the search box, type Mouse.
  3. Touch or click Mouse & touchpad settings.
  4. Under Select your primary button, use the drop-down menu to select whether you want the Left or the Right button to be the primary button (the one that selects items).

 

  1. Press the Windows (Windows Button) key.
  2. In the search box, type Mouse.
  3. Touch or click Mouse in the list of programs.
  4. Touch or click the Buttons tab.
  5. Touch or click to check the box next to Switch primary and secondary buttons, this switches the function of the buttons.
    Note: The normal setting is for the box to be cleared. When the function of the buttons is switched, and you do not want it that way, clear the box.
  6. Touch or click OK.

 

 

  1. Click Start.
  2. In the search box, type Mouse.
  3. Click Mouse.
  4. Click the Buttons tab.
  5. Click to check the box next to Switch primary and secondary buttons, this switches the function of the buttons.
    NOTE: The normal setting is for the box to be cleared, if the function of the buttons is switched and you do not want it that way, clear the box.
  6. Click Save.

Resolving Mouse Issues After Waking up From Sleep Mode

 

  1. Reseat the USB cable into the computer.
  2. Save any data, close any open programs, and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  3. Ensure that the BIOS is updated to the latest version. For more information, see Dell Knowledge Base article Dell BIOS Updates.
  4. Ensure that Windows has the latest updates. For more information, see Microsoft Knowledge Base article Windows Update: FAQ. This hyperlink is taking you to a website outside of Dell Technologies.

 

  1. Reseat the wireless USB receiver into the computer.
  2. Save any data, close any open programs, and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  3. Ensure that the BIOS is updated to the latest version. For more information, see Dell Knowledge Base article Dell BIOS Updates.
  4. Ensure that Windows has the latest updates. For more information, see Microsoft Knowledge Base article Windows Update: FAQ. This hyperlink is taking you to a website outside of Dell Technologies.

 

  1. Save any data, close any open programs, and restart the computer. When the mouse and keyboard do not respond at all, you may have to press and hold the power button down for at least 15 seconds to turn the computer off, and you lose any data that is not saved.
  2. Ensure that the BIOS is updated to the latest version. For more information, see Dell Knowledge Base article Dell BIOS Updates.
  3. Ensure that Windows has the latest updates. For more information, see Microsoft Knowledge Base article Windows Update: FAQ. This hyperlink is taking you to a website outside of Dell Technologies.

Resolving the Cursor (Pointer) has Disappeared Issue

  1. Run the SupportAssist application.
    1. Press and hold the Windows (Windows Button) key, and then press the q key.
    2. In the Search box, type SupportAssist.
      NOTE: When SupportAssist is not listed, go to the next step.
    3. Use the up or down arrows to select SupportAssist (App) in the list of programs, and then press the Enter key.
    4. Press the Tab key until Start now is highlighted.
      NOTE: It may take as many as eleven times, pressing the tab key to select Start now.
    5. The application looks for updated drivers and scans your hardware and optimizes your computer. Follow the prompts.
    NOTE: When the preceding steps have not resolved your issue, go to the next step.
  2. Uninstall the mouse driver, and let Windows reinstall it.
    1. Press and hold the Windows (Windows Button) key, and then press the q key.
    2. In the Search box type device manager.
    3. Use the up or down arrows to select Device Manager (Control panel) in the list of programs, and then press the Enter key.
    4. Press the Tab key.
    5. Use the down arrow to select Mice and other pointing devices, and then use the right arrow key to expand it.
    6. Use the down arrow to select the first listing for Dell Touchpad or HID-compliant mouse.
    7. Press and hold the Shift key, and then press the F10 key.
      NOTE: On some laptops, you must press and hold the shift key and then press and hold the Fn key, and then press F10.
    8. Use the down arrow to select Uninstall device and then press the enter key.
    9. Ensure that Uninstall is highlighted and press the Enter key.
    NOTE: See the next step on how to restart the computer.
  3. Restart the computer.
    1. Press the Windows (Windows Button) key.
    2. Press the Tab key until the Expand icon Windows Expand Button is highlighted.
    3. Press the down arrow until the power icon Windows Power Button is highlighted.
    4. Press the Enter key.
    5. Press the down arrow until Shut down is highlighted.
    6. Press the Enter key. The computer will reboot.

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Additional Information

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NOTE: Offers are only available for US, Canada, UK, France, Germany, and China personal computer customers. Server and Storage not applicable.

Affected Products

Alienware Advanced Gaming Mouse – AW558, Alienware Elite Gaming Mouse – AW958, Alienware Wireless Gaming Mouse AW310M, Alienware RGB Gaming Mouse AW510M, Alienware Wired/Wireless Gaming Mouse AW610M, Alienware Elite Gaming Mouse - AW959, Chromebox , Alienware, Inspiron, Legacy Desktop Models, OptiPlex, OptiPlex Micro, Vostro, XPS, G Series, Chromebook, G Series, Alienware, Inspiron, Latitude, Vostro, XPS, Legacy Laptop Models, Fixed Workstations, Mobile Workstations, Alienware Pro Wireless Gaming Mouse, Dell Bluetooth Mouse WM615, Dell Pro Compact Silent Keyboard and Mouse - KM555, Dell Wireless Keyboard & Mouse Bundle KM632, Dell Laser Wired Mouse MS3220, Dell Laser Mouse, Dell Mobile Pro Wireless Mouse MS5120W, Dell Mobile Wireless Mouse MS3320W, Dell Multi-Device Wireless Keyboard and Mouse Combo KM7120W, Dell Multi Device Wireless Mouse MS5320W, Dell Premier Multi Device Wireless Keyboard and Mouse KM7321W, Dell Premier Rechargeable Wireless Mouse MS7421W, Dell Premier Wireless Keyboard and Mouse KM717, Dell Premier Wireless Mouse WM527, Dell Pro Wireless Keyboard and Mouse KM5221W, Dell Travel Mouse WM524, Dell Wireless Keyboard and Mouse - KM117, Dell Wireless Keyboard and Mouse- KM636 (black), Dell Wireless Keyboard & Mouse KM714, Dell Wireless Laser Mouse WM514, Dell Wireless Mouse WM324, Dell Wireless Touch Mouse WM713, Dell Wired Mouse - MS116, Dell Wireless Mouse – WM118, Dell Wireless Mouse WM126, Dell Wireless Mouse WM326, Precision 3460 XE Small Form Factor, OptiPlex 7000 XE Micro, Wired Mouse with Fingerprint Reader - MS819 ...
Article Properties
Article Number: 000124626
Article Type: How To
Last Modified: 22 Nov 2024
Version:  29
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